 | 
|
Spreading Contagious Enthusiasm™ |
|
|
|
|
•
|
Johnny the Bagger's Thoughts for the Day
|
|
|
|
•
|
Where in the World Is Barbara?
|
|
|
|
|
•
|
News from Barbara Glanz
|
|
|
|
•
|
Webinar on "Spreading Contagious Enthusiasm™" August 4, 2009
|
|
|
|
|
•
|
Idea of the Month--"Do Just a Little Bit Extra for Each Customer"
|
|
|
|
•
|
Advice from a Columnist--"How to Live Long and Prosper"
|
|
|
|
"Do Just a Little Bit Extra for Each Customer"
This idea is excerpted from Barbara's book, "CARE Packages for your Customers -- An Idea a Week to Enhance Customer Service", McGraw-Hill, 2007.
THE IDEA:
Whenever you do something extra for a customer, you make them feel special and cared for. You have gone out of your way just for them, and that is what creates loyal customers.
THE IDEA IN ACTION:
If you are always thinking about what is best for the customer and what special little thing you can do to help him or her, you will never be perceived as selling. You will be serving the customer. When a telemarketer for a long distance service called a colleague recently, she said she was taken aback because he didn't seem to be reading a script. He asked her several very sincere questions about her business, and when he found out that she owned a communications company, he asked her if she had read an article that had appeared that week in one of the business magazines on communications. When she replied that she hadn't, he offered to fax it to her. She said she was blown away that he would offer to do that. She ended up switching her service because he went out of his way to help her in her business.
Several years ago, I was meeting a client at a downtown hotel for a dinner meeting. I do not often drive in downtown Chicago; however, I was coming from a previous appointment, so I had no choice. The doorman was very gracious in helping us choose a place to eat and in giving us directions. After dinner when I returned my client to the hotel, I needed directions back to the expressway. The doorman gave me verbal directions and then said, "I will feel more comfortable if I give you a map just in case you get lost." He then went back into the hotel and brought out a map which he highlighted for me. He even offered to call my husband to tell him that I was on my way home. As I left, he reminded me, "Don't forget to lock your doors!" That gentleman went far out of his way to make me feel safe and cared for--and I wasn't even a guest in the hotel!
TIPS FOR IMPLEMENTATION:
It is fun to always be thinking of extra little things you can do for the customer. If you truly focus on them and not what's in it for you and listen with an open mind and a big heart, you will always find ways to delight them. Give just a little bit more than is expected, and you will create loyal customers!
|
|
 |
|
|
WHERE IN THE WORLD IS BARBARA?
JUNE
18-19 Hold, Bank of America
28-30 Society for Human Resource Management National Convention, New Orleans; speaking presentations June 29 and 30
JULY
6-8 Mesa, AZ
9 Arizona Governor's Conference, Phoenix, AZ
17-21 National Speaker's Association, Phoenix, AZ
25 - 29 Kansas City, MO
AUGUST
4 Webinar on "Spreading Contagious Enthusiasm", 4:00 EST
5 - 10 Blowing Rock, NC
10 -13 Black Mountain, NC
13 - 16 Mastermind Group, Naperville, IL
27 - 30 Veteran Speakers Retreat, Boiling Springs, PA
SEPTEMBER
1 - US Travel Association, Reno, NV
12-14 Ken Blanchard Board Meeting, Cornell Club, NYC
16 Joint Commission, Rosemont, IL, Premiere Speakers
18 Kentucky Society for Human Resource Management, Lexington, KY
25 Hold, Shodair Children's Hospital, Helena, MT
30 Sacramento Human Resources Association, Sacramento, CA
|
|
 |
|
|
Join Barbara Glanz, CSP, for a webinar presentation of "Spreading Contagious Enthusiasm(TM)-Creating Workplaces of Passion, Purpose and Productivity!"
Sign up today for Barbara's 60-minute presentation for the introductory price of only $25 per person!
August 4, 2009
4:00 to 5:00 EST
Do you believe that enthusiasm is contagious? If so, ask yourself this question, "Am I contagiously enthusiastic about the importance of the work we're doing?" Because if you, as the leaders in the organization, are not contagiously enthusiastic, how do you expect your employees to be?....That is what this session is all about.
It seems that in today's world whether we work at home or in an organization, we are far too often caught in stressful, conflict-ridden situations. Tasks need attention, policies need fixing, morale needs boosting, and people need care. Can one person make a difference in the ocean of work and the sea of faces? Come hear Barbara Glanz address the neglected "human" element that can often get lost in the mist of deadlines, timelines, and bottom lines.
Wherever your workplace may be, please join us for an inspiring presentation. It will impact your mind and your heart, your work and your life.
Find out what a difference YOU can make!
Objectives:
-Learn several new models which will help exemplify the choices that we have in any interaction.
-Experience the elements of a spirited workplace or home through the acronym CARE:
C = Creative Communication
A = Atmosphere and Appreciation for All
R = Respect and Reason for Being
E = Empathy and Enthusiasm
-Leave with at least 6-8 immediately applicable action ideas.
-Find new hope through stories of ordinary people who are making a difference.
Reserve your introductory webinar spot for only $25 per person by visiting www.barbaraglanz.com/store/webinar.
You will receive a separate email invitation several days before the webinar with complete registration and login confirmation information.
*Rates apply to customers in the US and Canada only. All other International customers are subject to specific country's long-distance charges in addition to webinar cost of $25.
|
|
 |
|
|
I loved what Laura Sperling wrote in her column, "How to Live Long and Prosper," to the Class of 2009:
* You will have more than enough regrets already, so never discard anything that is handmade by a friend or relative.
* Spend money on real life, not a home theater.
* Question all statistics, especially economic projections.
* Subject your thoughts and philosophies to other viewpoints. Beware the echo chamber of like-minded souls.
* Understand that almost everyone carries a burden as heavy or heavier than yours. So be nicer to them.
* Protect your aquifer of optimism; if it drains away, life becomes mere existence.
* Learn how to handle tragedy, if possible, because in all likelihood you will experience at least one.
* If you haven't already done so, cultivate an appreciation for jazz and old movies. They'll be there for you when you grow disenchanted with contemporary culture -- as you most certainly will.
And two more thoughts to ponder:
1. Life delights in demonstrating that much of what we believed in high school was utter bunk.
2. The universe enjoys turning us upside-down, watching our certitude roll out of our pockets like loose change.
Question for each of us: Would you really want to be graduating from high school again and starting adult life all over? If so, what would you do differently? If not, what have you learned since then?
|
|
 |
|
 |
|
© Barbara Glanz Communications, Inc. 2009. All Rights Reserved.
Permission is granted to reproduce or forward this newsletter with copyright and contact information intact. If you are receiving this as a forward and would like your own no-cost, no-obligation subscription, enroll at www.BarbaraGlanz.com or write SUBSCRIBE in the subject of an email to: bglanz@barbaraglanz.com. To stop receiving it, write UNSUBSCRIBE in the subject line.
Back to www.barbaraglanz.com.
|
|
|
|
|
|
